Support Specialist

Job Summary

The role is accountable for tactical and operational support for production services, across one or more areas of specific platform / domain.

Key Responsibilities

• To ensure maximum service quality and stability through fast and effective response to technical incidents, and to be a catalyst for change via analysis and identification of continual service improvement opportunities. Depending on the area of technical specialisation, in addition to incident resolution and prevention, it may also be involved in a control capacity to ensure that new changes to the technology estate do not introduce instability.
• Manage technical resumption of high priority, Service at Risk, medium / high severity incidents, provide end-to-end support and implement resolution to resolve incidents within SLA
• Provide root cause analysis for Service at Risk, medium / high severity issues, ensure all follow up action points are carried out
• Responsible for the stability of the production system. Direct second and third level of support for problem diagnosis and resolution as per the agreed SLA's.
• Responsible for managing the production related changes, releases and rollouts with zero or minimal impact to the stability of the application. Review the dependent changes of the surround systems, infrastructure, networking etc...
• Responsible for ensuring proper technical plans are in place for all production changes (e.g. fallback plan, implementation plan, data conversion etc...)
• Create and update Production Support documentation, contingency (DR / BCP) documentation and processes.
• Provide inputs to PSS manager for monthly dashboard that provide information on incident and problem trends along with SIP and RCA Action Items.
• Participate & support in cross-training and knowledge transfer activities within support teams

Skills and Experience

Qualifications

Bachelor Degree in IT or Computer Science.

About Standard Chartered

We\'re an international bank, nimble enough to act, big enough for impact. For more than 170 years, we\'ve worked to make a positive difference for our clients, communities, and each other. You can count on us to celebrate your unique talents and we can\'t wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you\'ll see how we value difference and advocate inclusion.

Together we :

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

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